Contact centers in Bosnia and Herzegovina (Databook): Industry Research Report

Contact centers in Bosnia and Herzegovina (Databook)

Published Date: July 2006

Published By: Datamonitor

Page Count: 56

Order Code: R313-15615

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TABLE OF CONTENTS
CHAPTER 1 INTRODUCTION 10
What is this report about? 10
Catalyst 10
Methodology 10
Definitions 10
CHAPTER 2 AGENT POSITIONS 12
Contact Centers and Agent Positions in Bosnia and Herzegovina 12
In-house and Outsourced Agent Positions in Bosnia and Herzegovina 13
Agent positions in Bosnia and Herzegovina by vertical market 15
Agent positions in Bosnia and Herzegovina by size-band 17
Agent positions in Bosnia and Herzegovina by telephony end-point 19
Agent positions in Bosnia and Herzegovina by technology location 20
CHAPTER 3 TECHNOLOGY SPENDING 22
Bosnia and Herzegovina contact center Technology spending by application 22
Bosnia and Herzegovina contact center Technology spending by vertical 24
Bosnia and Herzegovina contact center Technology spending by size-band 26
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING 28
Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by vertical 28
Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 30
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING 32
Bosnia and Herzegovina Inbound contact center software routing Technology spending by vertical 32
Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 34
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING 36
Bosnia and Herzegovina Outbound contact center Technology spending by vertical 36
Bosnia and Herzegovina Outbound contact center Technology spending by size-band 38
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING 40
Bosnia and Herzegovina Contact center agent analytics Technology spending by vertical 40
Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 43
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING 45
Bosnia and Herzegovina Contact center eLearning Technology spending by vertical 45
Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 47
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 49
Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by vertical 49
Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 51
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 53
Bosnia and Herzegovina Contact center Workforce Management Technology spending by vertical 53
Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 55
CHAPTER 11 APPENDIX 57
Futher reading 57
Ask the analsyst 57

LIST OF TABLES
Table 1: Contact Center definitions 11
Table 2: Contact centers and agent positions in Bosnia and Herzegovina 2004 - 2009 12
Table 3: In house and outsourced agent positions in Bosnia and Herzegovina 2004 - 2009 14
Table 4: Agent positions in Bosnia and Herzegovina by vertical market 2004 - 2009 16
Table 5: Agent positions in Bosnia and Herzegovina by size-band 2004 - 2009 18
Table 6: Agent positions in Bosnia and Herzegovina by telephony end-point 2004 - 2009 19
Table 7: Agent positions in Bosnia and Herzegovina by technology location 2004 - 2009 20
Table 8: Bosnia and Herzegovina contact center Technology spending by application 2004 - 2009 23
Table 9: Contact Center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 25
Table 10: Bosnia and Herzegovina contact center Technology spending by size-band 2004 - 2009 27
Table 11: Inbound contact center hardware routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 29
Table 12: Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 2004 - 2009 31
Table 13: Inbound contact center software routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 33
Table 14: Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 2004 - 2009 35
Table 15: Outbound contact center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 37
Table 16: Bosnia and Herzegovina Outbound contact center Technology spending by size-band 2004 - 2009 39
Table 17: Contact center agent analytics Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 41
Table 18: Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 2004 - 2009 44
Table 19: Contact center eLearning Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 46
Table 20: Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 2004 - 2009 48
Table 21: Contact center Quality Monitoring Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 50
Table 22: Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 52
Table 23: Contact center Workforce Management Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 54
Table 24: Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 2004 - 2009 56

LIST OF FIGURES
Figure 1: Contact centers and agent positions in Bosnia and Herzegovina 2004 - 2009 12
Figure 2: In house and outsourced agent positions in Bosnia and Herzegovina 2004 - 2009 13
Figure 3: Agent positions in Bosnia and Herzegovina by vertical market 2004 - 2009 15
Figure 4: Agent positions in Bosnia and Herzegovina by size-band 2004 - 2009 17
Figure 5: Agent positions in Bosnia and Herzegovina by telephony end-point 2004 - 2009 19
Figure 6: Agent positions in Bosnia and Herzegovina by technology location 2004 - 2009 20
Figure 7: Bosnia and Herzegovina contact center Technology spending by application 2004 - 2009 22
Figure 8: Contact Center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 24
Figure 9: Bosnia and Herzegovina contact center Technology spending by size-band 2004 - 2009 26
Figure 10: Inbound contact center hardware routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 28
Figure 11: Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 2004 - 2009 30
Figure 12: Inbound contact center software routing Technology spending in BOSNIA AND HERZEGOVINA by vertical market 2004 - 2009 32
Figure 13: Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 2004 - 2009 34
Figure 14: Outbound contact center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 36
Figure 15: Bosnia and Herzegovina Outbound contact center Technology spending by size-band 2004 - 2009 38
Figure 16: Contact center agent analytics Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 40
Figure 17: Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 2004 - 2009 43
Figure 18: Contact center eLearning Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 45
Figure 19: Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 2004 - 2009 47
Figure 20: Contact center Quality Monitoring Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 49
Figure 21: Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 51
Figure 22: Contact center Workforce Management Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 53
Figure 23: Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 2004 - 2009 55

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